Director of Front Office Operations

Hutchinson Consulting; Massachusetts; On-site; USD 140,000 - 190,000; Full time

Job summary

Luxury Resort on the East Coast seeks an experienced Director of Front Office to lead and elevate all Front Office operations, delivering personalized and anticipatory service. You will supervise Concierge, PBX, Night Audit, and Front Desk teams, train staff in SOPs, and participate in daily meetings to optimize guest experiences.

The role emphasizes hands‑on leadership, visible presence with guests, and accountability for maintaining luxury service standards across shifts and departments.

Qualifications

• Experience leading Front Office teams and delivering exceptional guest service.
• Proven ability to train, coach, and develop Concierge, PBX, Night Audit and Front Desk staff.
• Familiarity with Forbes Five-Star standards and service culture.

Responsibilities

• Lead Front Office teams with coaching and training across departments.
• Uphold SOPs and 21‑day training programs, delivering results to HR.
• Be a visible, hands‑on leader on the floor engaging with guests and staff.
• Develop and implement strategies to improve customer service and operational efficiency.
• Monitor labor costs, payroll, and supplies while driving accountability.

Skills

Leadership

Staff training

Guest experience

Communication

Front Office operations

Five-Star standards

Job description

Luxury Resort on the East Coast is seeking an experienced Front Office leader for a Director of Front Office role.

The Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experiences throughout all Front Office operations. Responsibilities include, but are not limited to, delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews; and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.

The Director of Front Office must serve as a visible role model for the resort's service culture and Forbes Five-Star standards, consistently demonstrating the behaviors, professionalism, and attention to detail expected of every team member. This position is responsible for training, coaching, monitoring, and holding staff accountable to Five-Star service standards, ensuring every guest interaction reflects the resort's commitment to luxury hospitality. Through continuous observation, feedback, recognition, and performance development, the Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift.

Additional responsibilities

• Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals. That all 21-day training programs are executed, signed and delivered to HR.
• Be the leader who is visible to guests and associates on the floor, be the leader who is hands-on and included in the management team and stationed in a highly visible area to our guests.
• Be the leader who effectively communicates with the guests and receives and resolves all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a Culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Rooms to ensure proper communications daily.